Summary
Overview
Work History
Education
Skills
Custom
Timeline
Generic

Lourna Ifetan Crooke

Dalston,United Kingdom

Summary

Experienced Business Support Officer, with over 10 years of outstanding administration and communication skills. Inputs data with care and accuracy for correct, up-to-date records. Polite, punctual and friendly for professional staff and customer support. Roles have included: parents support advisor, admin assistant, providing outstanding front office service, in a fast paced, busy office environment. A very positive, outgoing, friendly and approachable person who thrives off working in a team and is always willing to learn but is also able to use initiative and work individually. Reliable and able to quickly adapt to any situation having excellent people skills. Able to defuse many situations by listening to explaining procedures, so complaints do not escalate. Able to interact with people on all levels. Highly motivated and hard-working individual with excellent communication skills and a full clean driver's license.

Overview

29
29
years of professional experience
9
9
years of post-secondary education

Work History

Front office Administrator Cover

Tradewind Recruitment/ Hanover Primary School
Islington, London
04.2024 - 07.2024
  • Managed over 100 phone calls, resulting in effective communication flow.
  • Monitored student absences for early intervention strategies.
  • Maintained organised reception area for professional school environment.
  • Identified patterns of non-attendance for targeted interventions.
  • Handled sensitive information confidentially whilst dealing with issues related to student absences or late arrivals.
  • Arbor
  • Access Workspace.
  • Distribute post and check deliveries of ordered items against purchase orders
  • Inventry Console
  • Assisted with processed purchase orders,
  • Photocopied and printed presentations and reports for Parent Governor meetings.
  • Supported HR functions including recruitment processes to streamline onboarding of cover/new staff.
  • To check identification of supply staff and visitors via DBS update service.
  • Liaised with, maintenance team to maintain clean and functional school environment.
  • Carried out day-to-day duties accurately and efficiently.

Career break

N/A
London, Hackney
04.2023 - 04.2024
  • Self-reflection and Self-assessment.
  • Managed household chores.
  • Assisted with personal care with family members.
  • Daily walks.
  • Spend time with loved ones.
  • Church Bell Ringing.
  • Walking.
  • Cooking.

Business Support Officer

Enfield Heights Academy
Enfield, Middlesex
09.2018 - 04.2023
  • Company Overview: Part of North Star Trust
  • To welcome all families and visitors to school, ensuring everyone signs in, having correct identification e.g., DBS and ID, to direct visitors to appropriate area, and inform personnel of their arrival
  • Managed over 50 calls per day.
  • Attendance, ensure registers are completed by teachers daily, chase up missing marks, make first day absence calls, gather evidence for absence and maintain records accordingly, according to data protection.
  • Upheld confidentiality with sensitive information handling procedures.
  • Provide accurate and timely reports of attendance to Educational Welfare Officer.
  • Receive and forward pupil records securely via CTF files.
  • Admissions, input all pupil's data on to Arbor, including importing and exporting CTF files, reporting to relevant authorities.
  • Updating all pupil's data onto Arbor, including importing pupils' files,GDPR is maintained.
  • Monthly checking of accounts for debt management of lunch, clubs, or trip money.
  • Ensure all wrap around care, is set up effectively on Arbor systems and payments are being made and debt is minimal
  • Ensure parents take up Free School Meals where eligible and support and oversee their application.
  • Responsible for ensuring FSM and Pupil Premium information is put on MIS system accurately, to enable access to funding.
  • Support team in placing orders, for school via PS online ordering portal.
  • To deal with children's need of first aid and medical attention.
  • To liaise with parents as necessary for head injuries, meeting with School Medical Officer to provide, information via Medical Tracker.
  • Supporting senior leadership team with recruitment, downloading applications, arranging interviews and requesting references where necessary.
  • Built and maintained strong working relationships with colleagues.
  • Greeted and signed in visitors, providing helpful, friendly service.
  • Processed incoming and outgoing mail to maintain timely postal services.

Front Receptionist

Elizabeth Garrett Anderson School
London
09.2013 - 01.2017
  • To welcome all families and visitors to school, ensuring everyone signs in.
  • To direct all visitors area and inform personnel of their arrival.
  • To answer all calls polite, accurate telephone messages, ensuring all are passed on efficiently and quickly, maintaining all messages taken.
  • To check identification of supply staff and visitors and ensure all are made aware of emergency evacuation procedures and who is designated professional is, for child protection.
  • To administer medication to pupils in accordance with school's medicines policy.
  • To assist with administrative procedures relating to school roll; recording late and absent children.
  • Signing children in and out during day.
  • Log and file all accidents and incidents.
  • To assist with administration procedures for school lunches.
  • Provide general administrative assistance, including filing, photocopying, data entry, distribution of post, updating diary.
  • To ensure work is carried out efficiently, accurately and within deadline.
  • To ensure, reception area and foyers are kept tidy, professional and presentable manner.
  • Assisted with administrative tasks, improving overall functionality of office.
  • Upheld confidentiality with sensitive information handling procedures.
  • Administered mail distribution process, ensuring each department received its correspondence in timely manner.

Receptionist/Information Officer

Ringley Chartered Surveyors
Kentish Town, Camden
11.2009 - 08.2013
  • Greeting all visitors politely and appropriately, recording all visitors sign in and sign out, informing staff of their visitors arrival.
  • Answering over 200-300 calls daily, emailing all messages to Estates managers, Legal, and Finance department forwarding callers to appropriate extension.
  • Arrangement of all courier, to pick up and keeping, accurate record of all transactions.
  • Signing for courier items, special delivery keeping records of all items, and taxi services for Managers, and clients.
  • Keeping reception area clean and tidy.
  • Provide advice and deal with calls related to Statements and Arrears, explaining leaseholder's balances.
  • Direct debit advice scheme, due dates of Service Charge, Reserve Funds and Ground Rent.
  • Taking payments by Credit Card, talking tenant through payment mechanism over phone.
  • On daily basis check anomalies chasing and accounting for users who forget to clock in/out, update holidays, sickness, site visits, then generate send all reports to payroll.
  • Manage, open and sort incoming post, support at busy periods with folding and mailing post.
  • Handled appointment scheduling to ensure smooth daily operations.
  • Managed phone calls, resulting in effective communication flow within Ringley Chartered Surveyors.
  • Upheld confidentiality with sensitive information handling procedures.
  • Prepared meeting rooms before and after use, ensuring appearance at all times.

Home Maintenance and Management

Raising Family
London
12.2001 - 01.2009
  • Overseeing high levels of organisation and structured activity.
  • Ensuring family member's social, emotional, educational and personal well-being is met all times.
  • Escorting children to and from school, attending appointments and parents evenings, and discussing progress.
  • Managing all household administration & finance including budgeting, bill paying & record keeping.
  • Managing all domestic duties including washing, shopping, cooking and cleaning.
  • Assisting children with home-work and extra curricular activities including sporting pursuits.
  • Ensuring that family and household are well.
  • Reduced machinery downtime with proactive maintenance and repair work.

Assistant to Store Manager

Rhodes Designs
Islington
05.2000 - 12.2001
  • To support Store Manager at all times.
  • Opening and closing shop.
  • To ensure that all deliveries are processed and completed upon delivery.
  • Assist in all transaction with end of day sales.
  • Provided customer service, delivering high levels of satisfaction.
  • Liaised with clients to maintain relationships and foster repeat business.
  • Answered phone calls promptly, providing excellent customer service.
  • Handled confidential information, maintaining discretion and integrity.

Mental Health Act Administrative Assistant

Homerton Hospital
London
02.1998 - 01.2000
  • Company Overview: East London & City, NHS Trust.
  • Assist in informing Nearest Relatives and Social Services of patient's legal status.
  • Managed over 80 customer calls per day.
  • Day to day administration of Mental Health Act.
  • Assist in entering data on computer systems.
  • Send appointment letters to patient's family, Doctors and Solicitors.
  • Receipt, scrutiny and rectification of documents to ensure all are legally correct and valid.
  • Ensuring that Section expiry dates are dealt with within statutory timeframes.
  • Ensuring that all detained service users are aware of their rights and that this is recorded.
  • Assist in arranging Medical Scrutiny and Mental Health Act Hospital Managers scrutiny of documents.
  • File all legal documentation and related information and keep ,filing system in order.
  • Assist in arranging Mental Health Review Tribunals and Mental Health Act Hospital Managers Hearing, requesting reports finding representation for all patients, booking venues, tea, coffee, and food.
  • Assist with development of good practise initiatives in Respect of Mental Health Act.
  • East London & City, NHS Trust.
  • Assisted in preparation of regularly scheduled reports for upper management review.
  • Handled sensitive information discreetly maintaining high level confidentiality at all times.
  • Handled incoming calls for staff, answering questions, directing calls and documenting messages.
  • Supported staff with administrative needs for photocopying, faxing and filing.
  • Kept adequate office supplies on hand to support staff and business requirements.

Sales Assistant

Selfridges
London
06.1996 - 12.1999
  • Responsible for not only assisting customer with selection of product, but also involved in day to day running of store in areas such as processing payments, meeting sales targets and maintaining stock levels.
  • Welcome and greet customers and to ascertain customers' needs and wants, with customer service focus.
  • Serve and advice customers, advice on availability of stock and any special promotions, to help customers find information on products and prices, arrange customer's orders.
  • Manage cash and payment systems in accordance with company procedures are carried out accurately.
  • Completing all paperwork and then filing it accordingly.
  • Filling out Quotations, Customer Invoices, and Orders & Delivery Notes.
  • To clean tidy all sales and area, in order maintain safe working environment at opening and end of day.
  • Offered personalised shopping advice to enhance customer experiences.
  • Ensured stock replenishment in timely manner to maintain product availability.
  • Utilised excellent communication skills to provide detailed product information.

Roster Clerk

Network Rail
Clapham Junction, Wandsworth
01.2025 - Current
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Compile and publish agreed rosters using the corporate rostering tool in accordance with Maintenance Rostering Principles.
  • Prepare rosters, Covering sickness, annual leave, training, briefing and special arrangements. Liaise with relevant line managers to crosscheck roster data.
  • Weekly meetings with line managers.
  • Manage short notice roster alterations liaising with all affected employees and line managers, including gaining verbal confirmation where necessary.
  • Respond to and resolve any queries relating to roster issues.
  • Gather and analyse fatigue data and highlight issues to the relevant line manager.
  • Successfully delivered on tasks within tight deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Education

NVQ 2 - Customer Services

Ringley Chartered Surveyors
London
04.2011

Associate of Arts - Performing Arts

City & Islington College
London
09.1995 - 07.1998

RSA Diploma - Typing, IT Skills, Audio, Filing, Telephonist skills, Keyboard and Administrative skills, People skills

Sight & Sound College
London
09.1986 - 07.1987

High School Diploma - GCSE

Clapton Comprehensive For Girls
London
09.1981 - 07.1986

Skills

  • SIMS
  • Arbor Software
  • Word
  • Excel
  • IT skills
  • Access Workspace
  • Written and verbal communication
  • Customer service skills
  • Microsoft Office
  • Clear communication
  • Interpersonal skills
  • Data entry
  • Problem solving
  • Positive attitude
  • Professional telephone manner
  • Good time management

Custom

I love camping, and have been to Whitwell in the Isle of White four times. I enjoy challenges and have in the past completed ‘The Race for life', when I successfully raised £200 for charity and completed it twice.

Timeline

Roster Clerk

Network Rail
01.2025 - Current

Front office Administrator Cover

Tradewind Recruitment/ Hanover Primary School
04.2024 - 07.2024

Career break

N/A
04.2023 - 04.2024

Business Support Officer

Enfield Heights Academy
09.2018 - 04.2023

Front Receptionist

Elizabeth Garrett Anderson School
09.2013 - 01.2017

Receptionist/Information Officer

Ringley Chartered Surveyors
11.2009 - 08.2013

Home Maintenance and Management

Raising Family
12.2001 - 01.2009

Assistant to Store Manager

Rhodes Designs
05.2000 - 12.2001

Mental Health Act Administrative Assistant

Homerton Hospital
02.1998 - 01.2000

Sales Assistant

Selfridges
06.1996 - 12.1999

Associate of Arts - Performing Arts

City & Islington College
09.1995 - 07.1998

RSA Diploma - Typing, IT Skills, Audio, Filing, Telephonist skills, Keyboard and Administrative skills, People skills

Sight & Sound College
09.1986 - 07.1987

High School Diploma - GCSE

Clapton Comprehensive For Girls
09.1981 - 07.1986

NVQ 2 - Customer Services

Ringley Chartered Surveyors

Similar Profiles

CREATE PROFILE
Lourna Ifetan Crooke